Complaints Procedure

We want everyone we support to be happy with their care. If something is not right, we want to hear about it, so we can put it right and improve. You will never be treated differently for raising a concern.

Raising a concern

Often the quickest way to sort something out is to talk to us. You can:

• Call us on [confirmed number], Monday to Friday, 9:00am to 5:00pm.
• Email us at info@careconsortservices.co.uk.
• Write to us at [confirmed address], Sheffield.

You can raise a concern yourself, or ask a family member, friend or advocate to do so on your behalf.

How we handle complaints

• We acknowledge your complaint within [confirmed, for example three working days].
• We look into it fully and fairly, speaking with everyone involved.
• We respond with our findings and any action we will take, normally within [confirmed, for example 28 days]. If we need longer, we will keep you updated.

If you are not satisfied

If you are not happy with our response, you can ask us to review it. You can also contact the organisations below for independent help.

• Local Government and Social Care Ombudsman. For complaints about adult social care. Visit lgo.org.uk or call 0300 061 0614.
• Care Quality Commission (CQC). The CQC regulates care providers. While the CQC does not resolve individual complaints, it uses your feedback to inform its work. Visit cqc.org.uk.
• If your care is funded by your local authority, you may also be able to complain to Sheffield City Council.

[Confirm these contact details and routes are current at build time.]

Our commitment

We treat every complaint seriously and use what we learn to improve the care we provide.

Need to raise something now? Contact us at info@careconsortservices.co.uk or call [confirmed number].